FAQs

Earlier this year, KEEN Footwear opened their very own www.keenfootwear.co.uk for our UK Fans!

Our longtime local partner was already servicing the UK retailers for years and will now also ship directly to our UK based customers.

The UK webshop is not only displayed with UK sizing and GBP pricing, but will also send your orders (and accept your returns) from their UK warehouse for a smooth and fast delivery.

Servicing both the Retailers locally and the UK Fans directly, will only improve the the visibility and information about KEEN in the United Kingdom.

To return your item(s) please follow the steps below to create a prepaid UPS return label:

1. Go to www.keenfootwear.de and scroll all the way to the bottom and click on "Returns" under Track Orders
2. If you entered your EU- order number and e-mail address (you have placed your order with), you will be asked which item(s) you want to return and the main reason why. If you have any additional comments on your return, you can enter it in the next section. If not; you can press "Continue".
3. Double check the entered information visible on the overview and press "Submit" if all is Okay or "Go Back" if you want to adjust your return.
4. On the next page you will find the links to your UPS Return label and your packing slip.
   To create and print your packing slip, please press "Generate Packing Slip".
5. If everything is correct you can print both pages from the overview and finalize your Return.
6. Your Return label will also be send to your email or your can directly open it from the displayed webpage.

Yes, all online returns are subject to a return fee, which will be deducted from your refund amount. A portion of the fee (20%) will be donated to the European Outdoor Conservation Association (EOCA) to help lower the impact and give back to the planet.

The fee amount varies by country:

• Austria:
  • Return Fee: €4,95
• Belgium:
  • Return Fee: €4,95
• Denmark:
  • Return Fee: €6,95
• France:
  • Return Fee: €6,95
• Germany:
  • Return Fee: €4,95
• Ireland:
  • Return Fee: €7,95
• Italy:
  • Return Fee: €6,95
• Luxembourg:
  • Return Fee: €4,95
• Netherlands:
  • Return Fee: €5,95
• Spain:
  • Return Fee: €6,95

Returns are harmful to the environment, so we want to help you avoid them. We understand that's not always possible. Purchases made on the KEEN website can be returned within 30 days of purchase for a small return fee, which will be deducted from your refund. A portion of the fee will be donated to tbe European Outdoor Conservation Association (EOCA) to help lower the impact and give back to the planet.

Note:
If you return an item to us outside the terms of our returns policy, we may not refund you. The item may be returned back to you at your expense. You will be notified of this and other associated charges. We reserve the right to charge an administration fee to cover our costs (€15.00).

We are sorry that your KEEN shoes are maybe defective. KEEN is committed to ensuring that our products are free from manufacturing and material defects. We offer a one year guarantee from the date purchase placed on www.keenfootwear.de or from a KEEN authorised retailer.

If you purchased your KEEN shoes from our website, please visit our WARRANTY CLAIM page to learn how to make a warranty claim.

To start your warranty claim, you do need to login or create a user account (if you not already have one).

If you purchased your KEEN shoes from an authorized retailer, please contact the retailer where you purchased your KEEN shoes to make a warranty claim. Our retailers are authorized to handle valid warranty claims for purchases made directly with them. Please provide a proof of purchase together with pictures if applicable.

My KEEN shoes are more than a year old?
We do not currently offer repair services for our shoes. We would suggest contacting your local cobbler for repair services.

We start to process your order as soon as it's placed to ensure it gets to you as quickly as possible. Due to this, there isn't a delay that allows us time to cancel or change orders once they're submitted. We apologise for any inconvenience.

On rare occasions, we may still be able to intercept the parcel and stop the delivery process. Please contact us by email or our contact form clearly stating in the subject line "cancel order request.'' We will do everything we can to stop your order.

Click here to see our contact details.

Delivery time:
Standard EU Mainland: 1-5 business days

Dispatched from our warehouse in 's-Heerenberg, The Netherlands.

*might be subject to carrier capacity

An order placed before 12.00 hrs CET will normally be dispatched the same day, after 12.00 hrs they will be dispatched the next business day. Business days are Monday through to Friday excluding public holidays*. 

* Public holidays apply to both The Netherlands and your delivery country.

UPS will confirm when your parcel has been dispatched by email which will also contain your tracking information.

Our warehouse does not send out exchanges automatically. If you want to exchange the item for a different color, size or an alternative style we’d kindly ask you to return your order or your items and place a new order. You will be refunded* once our warehouse receives and processes your return.

If you are exchanging an item that you purchased using a promotional code that is valid for a limited time period only, you will be refunded the price paid for the item, the promotional code will not be applied to the replacement order.

*your refund will be charged with your country specific return fee.

If you have received an item that is damaged, you can return it to us free of charge as long as it is unworn. Please select 'Received Damaged Item' as return reason when creating the return label. For more information about how you can create a return label, click here.

Please always contact our Fan Service Team by email first via our Online Contact Form, as they will make sure your return will be processed without any surcharges.

If you need any help, you can contact our Fan Service Team by email or directly via our Online Contact Form. Click here to see our contact details.